Zalando Reviews 

I had a fraudulent activity in my account that led me to lose my gift card with no reason and Zalando customer service basically says "poor you, sorry we cannot help"

Zalando is a malicious scam. They do not provide the full refund as agreed.

Zero contact. I try to complain about the shoes and no one replies. Scandal! They reply to the first email, and if I send an invoice and explain that I want to complain about the shoes, the contact stops. Such a big deal. platform and such scandalous customer service! I will file a complaint with the Consumer Ombudsman. I have not encountered anything like this.

I payed for express delivery fee to receive on Monday, even though Tuesday was free delivery. Monday I received an email that package was coming on Tuesday anyway. Customer Service says I counted the days wrong, but I didn't count anything. I just chose "Monday" in the option provided by the website.

Most of the customer service in NL is pretty fine. No matter it's online chat or phone call. But Zalando is really horirble. It's rarely to see such bad customer service.

Terrible services.

I'm waiting refund money almost 2 more week and l get already email that the zalando already get the return package, l feel disappointed with this experience because waiting so long time

I used to like zalando a lot , but today showed that they have really changed . I order a cap from Lacoste 8 months ago and it got delivered at a parcel point . Since I didn’t receive any receive a reminder in time I didn’t pick it up and it got returned . I had to sign that I didn’t receive it as well . Now 8 months late later it got send to me again & I was ( honest as I am ) calling zalando that the parcel arrived today . They now want me to return it BUT : they want me to print out the label on my cost , ship it within three work days and also billed me 8 months later now for the whole amount of the cap .
Not only did they made me sign and discuss with them several hours back when I didn’t receive the parcel , but now they also want me to waste my time and money to send it back to them , putting a bill on me for an item I wanted 8 months ago .

No words .

I purchased a pair of Pull&Bear jeans and received someone's used, old, dirty Zara jeans with holes in them and a Pull&Bear label attached with glue and the back label of the jeans cut off so you can't see the brand.
I filled a complained with photos and explaining the situation and got an automatic response that only part of my money will be refunded until I return the item and they conclude the inspections.
I find it outrageous that such thing can happen, to receive someone's nasty old jeans with holes in them from one of the biggest retailers in the Netherlands and to then receive an automatic response. Not to mention, my effort to return a piece of trash article in my own time, to make sure I receive my rightful refund.
I've also called the customer service and I wasn't offered anything for the inconvenience until I pushed. I was promised on the phone a 50% discount for my next order, I received a 10% discount later via email :)
Disgusting system that doesn't value a VIP client who never returns anything and shops with them regularily.
This is for sure the last time I order with them, I advise anyone to stay away from them, maybe you receive someone's used underwear in your order.

New year new me - and without zalando.
I am no longer happy with zalando and all the changes are for worse. No more reviews - why did you decide to change that it was very helpful especially when it comes to size.. in 2024 i received wrong item or even damaged/dirty clothes. And now in the new year there will only be 30 days to return the order. Shame on you zalando. I spent literalny thousands on your service but not a single cent more.

Here's my story and you be the judge.

I got a few running vests from Zalando and other stores for fitting. Tried all of them on, decided which one to keep (the S-size from Zalando), and packed the rest. I sent them, clicked the link for Zalando payment, I paid for the vest, and I got the info that there was no outstanding balance on my account and that all my purchases have been paid for. This is very important, as it has determined what I did next.

Thinking nothing of it and believing that everything is done, I got rid of the video from the packing process (I always make them). It was a bit of a messy purchase and return, there were many models and merchants involved. What's important, though, is that after a few days, everyone has booked their returns, and wired me the money back... Great, kumbaya, I can forget about the whole thing, right?

Wrong.

Sometime later I got an e-mail from Zalando that there's an outstanding balance on my account for the M-size vest, if I remember correctly, and that it needs to be paid ASAP. I couldn't understand how. I have clicked the payment link again that I have used before (which included both the vest I have returned and the kept one), and got the same info: Everything is paid, no outstanding balance.

I tried to solve it via their customer service but they can't help me if I don't tell them in which return shipping the vest was supposed to be, I can't tell them, because I've been misinformed as to the status of my saldo and my payment, deleting the data as a result. I have the visual proof of the paid balance prompt, as I still get it after clicking the older payment link, as I did after, well, finishing the payment, but that doesn't seem to matter to anyone.

Since then I have decided to return the S-size vest I wanted to keep because I'd effectively need to pay for two articles. Now I have almost 90 euros less in my pocket and I have to order the vest from another vendor anyway.

Frankly, I think it was my last purchase from this store.

All goods are way better and nicer on the website, but the moment you receive it, you discover that you've been fooled.

The goods don't look like what you ordered and regarding to the quality it's very poor.

So don't expect to receive what you see in photos.

For me I'll never use this website again and already told me followers to not use it.

Shame on you Zalando 😐

Have been waiting for a package for more than a week. ABOUTYOU delivered with PostNL in much less time, but Zalando keeps blaming the "rush". Sure, they have DHL which is the worst of the bunch, so no surprise there. But the Customer "Service" takes it one step further, when I inquire 2 of them just closes the chat without helping and the 3rd one is useless as well. Keeps asking for more patience but dodges questions about what is the policy. As in: will a formal complaint made to DHL in X days from their side? And if DHL still doesn't deliver until X date, will I just get a refund, or is it a possibility that I will be waiting until my hair turns grey? (Well, I won't because there are regulations in the EU, but you'd think your CS rep knows it and can inform about your own policy, that surely at minimum needs to follow the EU law... Well, they don't know that. All they can ask is for patience, truly helpful to the customer) PS: ABOUTYOU's policy for slightly delayed packages is a nice % discount for your next order to ease the pain. I suggest anyone reading this to order clothes there, less disappointing and cheaper in most cases. Orders: 10206173000979, 10206173000800, 10206172980078

Great deals, intuitive app, timely delivery. Always satisfied with their service.

The worst customer service ever. I ordered few products on 25th November and the last tracking information was updated on 30th. Now it’s already 6th December and they keep refusing to start an investigation with postnl. All the service agents are repeating the same things as ´you just have to wait’ or say something completely different like i should wait til this friday or saturday or next monday or Tuesday. They never gave me an consistent information and keep avoiding the responsibility. The worst. It is no different than those scamming websites. Never buy anything here

If we have read Trustpilot comments, we would not order from here :) Unlike other comments, our order came in 2 days (Ordered on Sunday, received on Tuesday via DHL) which comparably early in this gift season. We would probably buy from here next time.

Sent me incomplete product. Customer service are ridiculous.

I returned 20 days ago 5 items to them, all of them recieved according to the tracking, and they want me to pay for something which they received but say they didnt! Sooo annoying , will stop shopping from Zalando!

SCAM. ITEMS NEVER ARRIVE OR YOU GET A EMPTY ENVOLOPE DELIVERED

They were slow to send my order. Took more than a week before it arrived. But it did arrive in good condition.